Job Description:
1. Supervise the customer service department.
2. Manage hiring, training, retention and performance of the customer service team.
3. Develop procedures and policies for better handling of customer correspondence and customer complaints.
4. Monitor business and process metrics to measure and manage customer service effectiveness.
5. Oversee and maintain call center operations including its staff and statistics.
6. Collaborate with sales and marketing team to maximize revenues and customer loyalty.
7. Maintain in-depth working knowledge of the company’s brands, systems and processes.
Requirement:
1. 5-7 years of extensive working experience in call center or customer service section
2. Strong communication and coordination skills-sets are desired.
3. Hand-on working experience with Expats or with Chinese is a must.
4. Chinese is required for native English speaker or Chinese nationality with perfect English.